Port Vila, Efate
COMPLAINTS SPECIALIST
Vanvest Limited • Full-time
Why this role matters
The Complaint Specialist’s duty is to process all complaints escalated by the customer support department within a reasonable time period (24 hours), and to provide effective solutions that ensure and maximize clients’ satisfaction.
What you’ll actually do
- Monitoring and tracking complaints made by clients;
- Reporting clients’ requests if the subject of a request is relating to order execution, partner reward, etc …. (hereafter referred to as ‘complaints’);
- Processing clients’ complaints while utilising all available platforms;
- Replying to clients’ requests based on the comprehensive review of a request;
- Ensuring that all complaints are processed within a reasonable time period;
- Cooperating with other departments with the purpose of solving the complaint;
- Maintaining an updated knowledge base with up to date and relevant content;
- Being able to share knowledge with Support in order to diminish the number of escalated complaints;
- Providing significant reports when required by line manager.
- Post complaints monitoring.
- Re-evaluation of complaint process for improvement.
Who We’re Looking For
- Minimum 5 years of professional experience in Customer Service, Sales, or Client Operations, with candidates currently based in Vanuatu.
- Native communication skills in Hindi language is a must
- Minimum 1–2 years of hands-on experience within the FinTech industry, specifically supporting online trading, investment platforms, CFDs, Forex, or capital markets.
- Strong understanding of the end-to-end trade lifecycle, including order execution, trade processing, account funding/withdrawals, and client onboarding processes.
- Working knowledge of financial instruments (e.g., Forex, CFDs, commodities, indices, stocks, or cryptocurrencies) and an understanding of trading platform functionality.
- Ability to interpret client issues using a data-driven and analytical approach, identify root causes, and recommend appropriate resolutions.
- High attention to detail with the ability to maintain accuracy when processing high volumes of transactions while adhering to established Service Level Agreements (SLAs).
- Proven ability to work effectively in a fast-paced, high-pressure environment, managing multiple priorities without compromising quality.
- Strong problem-solving, decision-making, and stakeholder management skills, with the ability to communicate complex information clearly to both internal and external stakeholders.
How to Apply
Please submit your application to this email: syamil.ramli@exness.com
Requirements
- Monitoring and tracking complaints made by clients;
- Reporting clients’ requests if the subject of a request is relating to order execution, partner reward, etc …. (hereafter referred to as ‘complaints’);
- Processing clients’ complaints while utilising all available platforms;
- Replying to clients’ requests based on the comprehensive review of a request;
- Ensuring that all complaints are processed within a reasonable time period;
- Cooperating with other departments with the purpose of solving the complaint;
- Maintaining an updated knowledge base with up to date and relevant content;
- Being able to share knowledge with Support in order to diminish the number of escalated complaints;
- Providing significant reports when required by line manager.
- Post complaints monitoring.
- Re-evaluation of complaint process for improvement.
- Minimum 5 years of professional experience in Customer Service, Sales, or Client Operations, with candidates currently based in Vanuatu.
- Native communication skills in Hindi language is a must
- Minimum 1–2 years of hands-on experience within the FinTech industry, specifically supporting online trading, investment platforms, CFDs, Forex, or capital markets.
- Strong understanding of the end-to-end trade lifecycle, including order execution, trade processing, account funding/withdrawals, and client onboarding processes.